Despite the telephone being the most popular channel for support, it also has the reputation for being the most frustrating.

Repeating information to agents is one of the main reasons customers dread the call center experience. It not only slows down customers from getting their issue resolved, it also suggests that the offending company can’t get their act together, hurting their credibility. These complaints increase the time it takes to reach an agent and have an issue resolved in a timely manner.

The solution is to collect customer information before the call. Fonolo’s web call-back technology allows your contact center to gather caller information prior to the call and ‘whisper’ it to the agent – this process allows your employees to spend more time servicing customers and less time collecting data. Your agents shine because their enabled to immediately focus on solving the customer’s issue, thus reducing call resolution time by up to 20%.

Cloud-Based vs On-Premise

The majority of call centers don’t have the budget required for on-premise technology solutions, which require more time, money, and technical integration than their cloud-based counterparts.